Earlier this month, we sponsored and participated in the 2013 Smarter Services Executive Symposium, and reported on the successful event.
Soon afterward, Jon Carroll, CEO of The Service Council, published his series: 5 Key Takeaways from the 2013 Smarter Services Executive Symposium (the final entry went up last week). Since we agree wholeheartedly on the following, we figured it was worth sharing.
Jon’s first takeaway from the event was Developing a Customer-Centric Mission is Key. It is critical to steer the service organization in this direction – and embrace it as a company-wide philosophy. Service enterprises can not narrow the focus on their service teams alone; it must be all areas of the company that fully subscribe to the customer-centric ideal.
There are five questions Jon asks when considering the creation of a customer-centric mission. Drilling down further, let’s focus on the fifth question – mainly, the second half:
Who is delivering the experience? Do they have the information/tools necessary to do so?
As discussed in the latest Sky Webinar Series, the right platform is key to seamless service integration – and seamless integration leads to more productive techs and enthusiastic customers. Consider that the field service management platform is at the base of all your operations, connecting all your data with all your techs and the rest of the entire enterprise.
So what is your platform based on? Here’s what your field service management solution might have been based on:
- Build: It is very costly in time and money, and requires extensive knowledge, to create a completely customized field service solution from the ground up.
- Buy: Off-the-shelf applications tend to be rigid; after all, customization is limited. Your employees are stuck with the packaged user interface. And even as a pre-packaged solution, it does require some level of expertise for deployment.
Since platform is key, what business can afford to take on the risks of building or off-the-shelf solutions? The ultimate platform is a combination of building a customized field service management layer on top of a top quality, industry standard platform. This powerful integration means any field service enterprise gets the high quality features and performance they should expect, with the enormous range of customization they require. Open architecture, flexibility, and even third party plugins are just a few of the reasons why this solution is the solution for customer-centric service enterprises.
FieldOne’s Sky solution is exactly that: a field service management solution built on the strength of Microsoft’s Dynamics CRM, a platform with proven capability. For more information on how the Sky solution works to your customer-centric company philosophy, contact us.
When it comes to prioritizing investment in a company’s technologies, there’s no question that departments directly handling the customer will usually come first.
True or false: Sales are what drive company success.
Great customer service seems to require many things: personnel. A company handbook. An expensive CRM system.
